Senior Manager, Customer Implementation

DHL Global Forwarding Singapore Pte Ltd; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

DHL Global Forwarding Singapore Pte Ltd in Singapore seeks an Implementation Lead to oversee customer onboarding for import/export operations across Singapore and Malaysia.

You will coordinate cross-functional teams, drive process improvements, manage KPIs, and train customers and staff to ensure successful, compliant implementations and post-go-live support.

Qualifications

• Bachelor level or higher degree plus 4–6 years’ work experience in implementation or project leadership.
• Strong communication across cross-functional teams and stakeholders.
• Experience leading onboarding projects and training sessions.

Responsibilities

• Lead customer implementation projects across SG and MY to ensure timely delivery.
• Govern and coordinate technical, network, and human resources for implementations.
• Interact with Sales, Product and customers to align objectives and timelines.
• Prepare tactical plans to optimize implementation synergies between MY and SG.
• Manage escalations and ensure smooth onboarding with training and SOPs.

Skills

Coaching & people development

Communication & interpersonal skills

Analytical & problem-solving

Task prioritization

Multitasking & organization

Facilitation of meetings & training

Education

Diploma/degree

Job description

This role leads, facilitates, establishes, oversees and directs the customer implementation processes in both Malaysia and Singapore. Apart from the process, this role leads all implementation projects, including sustainability on quality and performance after customer implementation.This role may be based in either Singapore or Malaysia.

IN THIS ROLE YOU WILL:

• Work with all internal and external holder to ensure sustainable and efficient implementation process to support import and export operations
• Lead, direct and govern customer implementation projects (incl. leading Global/Country projects where required)
• Manage technical, network, and human resources to attain implementation objective
• Interact and communicate with key stakeholders to align, e.g. between Sales, Product, customer
• Prepare tactical plan to optimize implementation synergies in MY and SG for simplification
• Assign, coordinate and resolve implementation escalation matters for customers and internal parties
• Lead the customer through the onboarding process and act as customer’s subject matter expert on implementation and issues resolution
• Ensure the setup and operation of new customer solutions is in place, incl. customer and supplier training, system testing, IT & EDI integration, SOP preparation
• Be the point of escalation for Implementation for resolution
• Review into key areas of Station Matrix to meet Global KPI
• Determine business rules, policies, procedures for customers onboarding
• Ensure globally managed customer implementations are successfully onboarded in country
• Drive and support process compliance in new business
• Validate implementation plans and monitors KPIs to achieve overall productivity targets
• Develop and implement post-implementation governance and reporting frameworks and processes to effectively monitor and evaluate the performance of implemented projects and its translations in the day-to-day operations.
• Conduct regular assessments and reviews of implementation against daily operations to measure their effectiveness, efficiency, and alignment with customer requirements.
• Manage requirements changes from customer and its communication to operations when it arise during post implementation.
• Provide recommendations and insights on process improvements, resource optimization, and risk mitigation strategies to enhance customer implementation outcomes and benefits realization in day-to-day operations.

YOU HAVE THE FOLLOWING QUALITIES AND QUALIFICATIONS:

• Diploma/ degree with at least4-6 years of work experience
• Good organizational skills to manage multiple projects/deadline
• Experience in leading meetings and facilitating training
• Strong coaching & people development skills
• Ability to prioritize tasks
• Strong analytical and problem-solving skills, with the ability to gather and interpret data to drive insights and recommendations.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders at all levels.

We regret to inform that only shortlisted applicants will be contacted further by the hiring team. We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.